Last-mile delivery programme for an online retailer

The challenge

A national carrier delivered acceptable averages but poor peaks. Failed first-time deliveries during promotions drove refunds and negative reviews.

Our approach

• Dedicated vehicles and named drivers on fixed London routes
• Scan-on-load and scan-on-delivery with photographic proof
• Exception desk that calls the customer before a parcel is returned to depot
• Weekly performance pack covering cost per drop and first-time success

Results